Questions
The ones worth asking before you install.
Does it change my theme?
No. It is a theme app extension: you switch one block on and off in the theme editor. No file of your theme is written to, and nothing is left behind when you uninstall.
Do I have to paste any code?
No. The key that ties the widget to your shop is written by the app itself, into a field only the app can write. There is nothing to copy and nothing to mistype.
What can it read?
Your products, your published languages and, from orders, only what shows that a purchase followed a conversation: the order number, totals and items — never the customer’s name, email, phone or address. That is the whole list, and Shopify shows it to you before you install. It cannot read customer records, checkouts or payments — it never asked for them.
What happens to a shopper’s contact details?
They are stored for your shop and shown in the Requests tab, in the Not found view, where you export them as CSV or print them to PDF. We never write to that person, never sell the contact and never share it with another shop. An erasure request forwarded by Shopify deletes the contact; shopper records are deleted after 13 months in any case.
Which language model do you use, and where is my shoppers’ data processed?
What we store is kept on our servers in Nuremberg, Germany. DeepSeek (China) — the language model (for shops outside the EU, EEA and the UK). To compose an answer it receives the text of the conversation, product data from the shop’s catalogue, texts of public book reviews, without reviewer names and a photo the shopper chooses to attach, in shops that have turned on photo search (we do not store it). It never receives shoppers’ names, contact details, IP addresses and order data. Requests are sent over an encrypted connection. Each request to DeepSeek is a transfer outside the European Economic Area (destination: China). The EU has no adequacy decision for that destination. For shops in the EU, EEA and the UK: answers are matched without a language model, on our own servers; no shopper data goes to a model provider. As controller, the merchant decides whether this is acceptable for their shoppers. Search, text embeddings and speech recognition run on our own servers. If the provider changes, we update the privacy policy before the change takes effect. Details for agencies and lawyers are on the Security and data page.
What does it do when nothing fits?
It says so plainly, rather than passing something almost right off as a match: anything close it still shows sits under its own heading. Then, where the shop’s consent settings allow it, it offers to take a contact — email, phone, WhatsApp or Telegram — and writes the request into your Requests tab, in the Not found view, in the words the shopper used.
Can it make up products or prices?
No. The name, price and stock on every card are read from your catalogue by product ID: the AI picks which products to show, it never writes them. A pick that is not in the list it was shown is discarded, and a reason line that names a price is replaced. What the AI does write is the short reply above the cards and the one-line reasons, which are labelled as AI-written and can be wrong — see the next question.
What if an answer is wrong?
Every answer carries the reason it was chosen, so a wrong one is visible rather than silent. The Requests tab keeps the full log, and the catalogue is re-read as your products change.
Does it work while my storefront is password-protected?
Yes. The catalogue is read through the Admin API, not by crawling the storefront, so a shop that is not open yet is read in full.
Which language does it speak to shoppers in?
It speaks English, Spanish, French, German, Italian, Greek and Russian. It replies in the language the shopper writes in; its buttons and labels follow your storefront’s published language when it is one of these, not the language of your admin. A shop published in English shows English labels whatever language its owner works in.
Will it slow my storefront down?
The loader is one asynchronous script and nothing in it blocks your page from rendering. The assistant itself loads in the background once the browser is idle, or when a shopper reaches for its button, so it is ready before anyone opens it.
Can I cancel?
Yes, without contacting us. In the Shopify app, from your Shopify admin or by uninstalling: billing runs through Shopify, so the charge is on your regular invoice and stops when you cancel. Subscribed directly, from the Plan tab of your dashboard, through Stripe.